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Shape and build customer experience strategies that drive future successDiscovery Roadmap Membershipinstituteofcustomerservice.com
The Institute of Customer ServiceThe world is constantly changing.Global health challenges, climate change,economic uncertainty, skills shortages, andthe move to digital are alteringhow we all think, feel, and consume.With this, our expectations of the organisations we rely on areevolving. The end-to-end customer experience is today’s centralbusiness imperative. It is how you build the trust and loyalty ofyour customer and other stakeholders to ensure success.Your organisation needs to make bold choices about its future.The quality, consistency and efficiency of how you serve yourcustomers is key to delivering long-term value.Today, customer service is a multi-dimensional construct,covering your service strategies, and how you adapt totechnological, social and environmental change. This is vitalbecause, for many organisations, up to two thirds of employeesare in customer-facing roles.So, you need a clear plan of action and a comprehensiveroadmap to engagement and implementation that addresses allaspects of your customer experience. You also need confidenceand evidence that investing in customer service will positivelyimpact your business performance.Membership enables you to shape your customer experiencestrategies, to ensure exceptional service is hardwired andconsistently delivered, ensuring you meet your commercial andstrategic goals.Discovery Roadmap MembershipYour dedicated Client Relationship Director will work with youto shape your service roadmap, based on a blend of insights,experience, best practice models, and detailed sector knowledge.They guide you to the most relevant tools, training, and practicalsolutions you need to improve your customer engagement andboost stakeholder satisfaction.Membership is a two-way committment. Our Principles &Promises set out what we expect of you and what you canexpect from us in return.Having the network, being able toconnect with people. it really helps tohave sounding boards you can go to.Having The Institute there to keep ushonest and to give us timely updates,feedback and research really helps usfocus on what we should be looking at.Rob Chilcott, Talent & Coaching Manager,Claims Consortium Group2
Membership m eans business61%61% of the workforce arein customer facing roles10%10 percentage points higherprofitability where customersatisfaction is above sector averageThe Institute of Customer Service80%114%114% higher revenue peremployee for organisations withhigher than sector average UKCSI80% UK GDP from theservice sector34%41%94%41% of customers agree that customerservice strongly influences their trustin an organisation 128bn 128bn lost to the economy each yearthrough poor customer serviceDiscovery Roadmap MembershipWhy customer service matters14.00.41 increase in customer satisfaction forevery 1 point of employee engagement34% of people will paymore for excellentcustomer service94% of customers sayit is very importantor important thatthey trust thecustomer service ofan organisation theyare dealing with55%55% cite the environment as a keyinfluence on their purchasing decisions3Source: Institute of Customer Service Research
Campaigns & policy engagementThe Institute of Customer ServiceInspiring a Service NationService with RespectThe All-Party Parliamentary Group onCustomer ServiceTogether we are so much more than the sum ofour parts, and never has it been more importantto come together to support each other.With nearly 61% of the UK’s workforce incustomer-facing roles, mounting abuse isaffecting staff across every sector – from retail topublic services, financial institutions to ourpublic transport networks.We are the secretariat for the All-PartyParliamentary Group (APPG) on Customer Service,which is run by and for Members of the Commonsand Lords.Our research shows that a sustainedimprovement in customer satisfaction willprovide a 33bn per year productivity boost to theUK economy.To achieve this – and make the UK a bywordfor exceptional service – we are calling on allorganisations – large and small – to help build aservice nation.To address this and to protect those facingcustomer abuse, in July 2020 we launched ournew campaign on BBC Breakfast: Service withRespect. In December 2021, The Times publishedour open letter, signed by over 75 businessleaders and parliamentarians calling for action.Following our campaigning, and with the supportof over 200 organisations, an amendment to theSentencing Bill (which has now passed into law)has introduced harsher sentencing for assaultsagainst for public-facing workers.We invite expert speakers and organisationsfrom outside Parliament to meetings to providetheir perspective. The APPG conforms to rulesconcerning transparent funding and working in across-party manner.We established the APPG in July 2014 to raiseawareness and understanding of customer serviceamongst parliamentarians, and to establish adialogue with UK organisations across all sectors.forappg customerserviceDiscovery Roadmap Membership4
Mapping your service journeyThe Institute of Customer ServiceGetting up to speedwith you and your worldAn independent perspectiveGenerating and shapinga relevant service strategyBenchmarking and accreditationYour dedicated Client RelationshipDirector will focus first onunderstanding your organisationand its context -inside and out-toensure perfect alignment betweenstrategy and goals.We will give you an independentview on the key issues affectingyour customer experience based onour extensive research and insightresources.Through a tailored engagementplan and drawing on best practiceexamples relevant to your organisation,your Client Relationship Directorwill help you forge tailored andactionable service strategies to boostperformance and resilience.As a member, you can independentlybenchmark your service performanceand internal alignment with yourstrategy. Mark your commitmentto customers and colleagues byachieving recognised accreditationsthat help embed a culture ofcontinuous improvement.Hardwiring service into the heartof your organisationMaking the business case forinvesting in customer serviceOngoing advice and interactionMembership brings the training anddevelopment and guidance you willneed to build the service experienceyou envision and meet yourorganisational goals.You gain access to a wealth ofinsight and data which illustrate thebusiness benefits of investingin customer service.Membership opens the door to avariety of valuable networking events,enabling you to talk to other membersand share experiences, knowledgeand new thinking.Workshops, webinars and access toexclusive breakthrough research areall part of the package.Your Client Relationship Director iswith you for the journey to act as acritical friend.Discovery Roadmap Membership5
Discovery Roadmap Membership BenefitsThe Institute of Customer ServiceMembership Supportand Resources: Manageyour membershipResearch and Insight:review your strategy andimprove your performanceBenchmarking andMeasurement: compare yourperformance with key players Dedicated Client Relationship Director Membership resource pack Membership plaque Use of membership logo on website, UKCSI report and a choice of a sector ServCheck – unique assessment tool to Member-only research launch webinars Access to our Breakthrough Research Business Benchmarking – the A tailored engagement plan to help you Webinars on key topics such asemail and other appropriatedocumentationmake the most of your membership B i-annual ROI meetings to showcase theimpact of your membership and reviewprogress against your roadmap Updates and support for NationalCustomer Service Week Access to The Academy and InsightConsultancy (additional paid-forservices)Discovery Roadmap Membershipreport - published twice a yearand launch events (typically 3-4 timesper year)recruitment and skills, customer serviceand ROI and employee engagementmeasure your employees engagementwith your service strategy- 1 survey free per yearbenchmarking tool to measure yourexternal service standards- 1 survey free per year- Bespoke dashboard that provides visualinsight into your analysed results- Extra sector benchmarking providingdeeper insight- Segmentation analysis, providinginsight into customer satisfactionresults Client Relationship Director support toanalyse the results and provide guidanceon action planning6
Discovery Roadmap Membership BenefitsThe Institute of Customer ServiceAccreditation: demonstrateyour achievement incustomer servicePeople Development:empower your employeesto deliver customerservice excellenceKnowledge, Sharing andNetworking: access bestpractice from leaders TrainingMark eligibility to have your Professional Qualifications to support Access to exclusive member-only events,own organisational customer servicetraining programme accredited* ServiceMark eligibility for nationallyrecognised accreditation of yourorganisational commitment to andachievement in customer service* Approved Centre accreditation eligibilityto demonstrate you are operating to ourprofessional qualifications framework inaccordance with our standards andquality assurance requirements*the development of your people* Workshop for up to 15 coaches tosupport Professional Qualification Free place on Assessor Developmentworkshopworkshops and masterclasses* virtualand face-to-face throughout the UK Facilitated member introductions Eligible to attend The Institute’s AnnualGeneral Meeting ccess to our Service Focus Atraining courses* - FirstImpressionsServiceManagement, Coaching forExcellence and ServiceImpact viaThe Academy delivery or through inhouse trainers (subject to eligibilityrequirements being met) Discounted rate to attend The Institute’s The Institute’s Customer Service Monthly member newsletter Member-only area of the website forManagement Qualifications*- 2nd enrolment half price Individual Membership allocation forAnnual Conference Eligible to enter the UK CustomerSatisfaction Awards Customer Focus magazine- 3 issues per yearinsight, resources and access to yourbenefitsqualified employees - 6 free per year Assessment for potential CompanionMembership - 4 free per yearDiscovery Roadmap Membership7* Additional member-exclusive services not included within membership fees
Interested in becoming a member?Embed service throughout your organisation andenhance your business performance.Join todayContact Derek:derek.bennett@icsmail.co.ukCall 44(0) 207 2602620
The Institute of Customer Service 3 55% 128bn 80% 1 34% 94% 10% 114% 41% 61% Membership means business Why customer service matters 80% UK GDP from the service sector 41% of customers agree that customer service strongly influences their trust in an organisation 128bn lost to the economy each year through poor customer service
